Technical Support Engineer

Vistance Networks; Apodaca; Presencial; MXN 360.000 - 540.000; Jornada completa

Descripción de la vacante

Vistance Networks is seeking a customer-focused Technical Support Engineer in the Monterrey area to troubleshoot issues, engage with global teams, and deliver world-class support. The role emphasizes Linux, Python, and Enterprise Networking knowledge while maintaining high SLA performance.

You will collaborate with Engineering, Support, and Customer Success teams to resolve complex connectivity challenges and document solutions for knowledge bases and future reference.

Formación

• Bachelor's degree in a related field or equivalent experience.
• Experience in Technical Support or network-related roles.
• Strong troubleshooting and analytical problem-solving skills.
• Hands-on Linux OS experience and CLI troubleshooting.
• Python scripting for automation and log analysis.
• Solid networking fundamentals (TCP/IP, DNS, DHCP, routing, switching, VLANs).

Responsabilidades

• Serve as primary technical contact and provide timely support.
• Troubleshoot, diagnose, and resolve customer issues.
• Collaborate with Escalation and Engineering teams on complex cases.
• Document solutions and maintain case records.
• Create knowledge base articles and best-practice resources.
• Meet or exceed SLAs and work with global teams.

Conocimientos

Linux

Python

Networking

Educación

Bachelor's degree in CS/IT/Networking or related field

Herramientas

Wireshark

Ticketing systems

Network monitoring tools

Descripción del empleo

At Vistance Networks, we are committed to delivering innovative networking solutions and exceptional customer experiences. Our teams collaborate across Technical Support, Engineering, and Customer Success to help organizations solve complex connectivity and networking challenges.

We are seeking a customer-focused Technical Support Engineer who is passionate about troubleshooting technical issues, working with cutting-edge technologies, and delivering world-class support. This role offers an excellent opportunity to expand your expertise in Linux, Python, and Enterprise Networking while collaborating with global teams to resolve complex customer challenges.

Key Responsibilities

• Serve as the primary technical point of contact for customers, providing timely and professional support.
• Troubleshoot, diagnose, and resolve technical issues while delivering an exceptional customer experience.
• Collaborate with Escalation and Engineering teams to investigate and resolve complex customer cases.
• Work closely with Subject Matter Experts and cross-functional teams on large-scale and advanced networking environments.
• Reproduce customer-reported issues in a lab environment to identify root causes and validate solutions.
• Manage support cases from initial investigation through successful resolution, ensuring proactive communication with customers throughout the process.
• Maintain accurate and detailed case documentation, including troubleshooting activities, findings, and resolutions.
• Create and contribute to knowledge base articles, technical documentation, technical tips, and best-practice resources.
• Escalate cases requiring advanced investigation and ensure smooth transitions to senior technical teams.
• Manage customer expectations while maintaining high levels of customer satisfaction.
• Document solutions and technical findings for future reference and continuous improvement.
• Participate in ongoing product, technology, and process training initiatives.
• Consistently meet or exceed Service Level Agreements (SLAs) and operational objectives.
• Collaborate with Senior, Staff, Senior Staff, and Principal Engineers on complex cases when additional expertise is required.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Network Engineering, or a related technical field, or equivalent experience.
• Experience in Technical Support, Network Support, Customer Support Engineering, Systems Administration, or a related technical role.
• Strong troubleshooting and analytical problem-solving skills.
• Hands-on experience with Linux operating systems, including command-line troubleshooting and system diagnostics.
• Working knowledge of Python for scripting, automation, log analysis, or troubleshooting tasks.
• Strong understanding of Networking fundamentals, including:
• TCP/IP
• DNS
• DHCP
• Routing & Switching
• VLANs
• Network Troubleshooting
• Excellent verbal and written communication skills.
• Customer-focused mindset with a passion for delivering outstanding support experiences.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within global teams.

Preferred Qualifications

• Experience supporting enterprise networking environments.
• Knowledge of wireless networking technologies and protocols.
• Experience with network monitoring and diagnostic tools.
• Familiarity with packet capture and analysis tools such as Wireshark.
• Experience working with ticketing systems and case management processes.
• Knowledge of virtualization technologies and cloud environments.
• Relevant certifications such as:
• CCNA
• Network+
• Linux+
• RHCSA
• JNCIA

Work Environment

• Monday thru Friday, 8:00 am to 5:00 pm
• Comfortable working in a dynamic environment with evolving priorities.
• Committed to continuous learning and professional development.
• Ability to thrive in a collaborative and fast-paced technical environment.

Why Join Vistance Networks?

• Work with innovative networking technologies and solutions.
• Collaborate with highly skilled engineers and technical experts.
• Gain exposure to global customers and complex technical environments.
• Access ongoing training, development, and career growth opportunities.
• Expand your expertise in Linux, Python, and Networking technologies.
• Be part of a collaborative culture focused on innovation, teamwork, and customer success.

Skills